Customer Experience Leader, Omnichannel

Lyte Fiber, LLC; Houston (TX); On-site; USD 60,000 - 85,000; Full time

Job summary

Lyte Fiber, LLC, headquartered in Houston, TX, is seeking an energetic Customer Service Supervisor to lead a growing team and shape our customer experience. This role builds processes, implements omni-channel support, and ensures KPI performance in a fast-paced start-up environment.

You will coach agents, manage metrics like speed to answer and first contact resolution, handle escalations, and collaborate with leadership to deliver consistent service across phone, email, chat, and social

Qualifications

• Bachelor’s degree in business administration, communications, or equivalent preferred.
• Minimum of 5 years of experience in a customer service/call center leadership role.
• Strong knowledge of Microsoft suite of products, primarily Word and Excel.

Responsibilities

• Achieve daily, weekly, and monthly call monitoring requirements.
• Address customer needs across multiple channels (phone, email, chat, text messaging, social media).
• Establish and implement customer service policies and procedures from scratch.
• Build team by coaching sessions to ensure consistency and goal attainment.
• Provide data-driven feedback to management on improvements to customer experience.
• Manage KPIs including Speed to Answer, Abandonment Rate, Customer Satisfaction, First Call Resolution, and QA.
• Handle escalated customer complaints and ensure timely resolution.
• Lead by modeling best practices and ensure policy changes are understood and followed.

Skills

Customer service leadership

Call center operations

Microsoft Word

Microsoft Excel

Organizational skills

Analytical skills

Communication skills

Problem-solving

Education

Bachelor’s degree in business administration or communications

Tools

Microsoft Office

Job description

Lyte Fiber, LLC, headquartered in Houston, TX, is seeking an energetic Customer Service Supervisor to lead a growing team and shape our customer experience. This role builds processes, implements omni-channel support, and ensures KPI performance in a fast-paced start-up environment.

You will coach agents, manage metrics like speed to answer and first contact resolution, handle escalations, and collaborate with leadership to deliver consistent service across phone, email, chat, and social